CART® Classification for Predict Yes/no Survey Responses

Use CART® Classification to use complex relationships with multiple predictors to predict whether a survey response is likely to be yes or no.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

A yes/no survey question is one where the response can be one of 2 possible values.

In this worksheet, Response is the response. The response event is No. Hold Time and Schedule Adherence are continuous predictors, and Call Center Location and Department are categorical predictors.

C1-T	C2	C3	C4-T	C5-T
`Response`	`Hold Time`	`Schedule Adherence`	`Call Center Location`	`Department`
Yes	58	85	East	Billing
Yes	45	80	East	Customer Service
No	50	80	West	Billing
No	102	65	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Customer Satisfaction, select Yes/no survey.
Select Predict yes/no survey responses, then click OK.
Select CART® Classification, then click OK.
In Response, enter the binary variable that contains the survey responses. Binary variables are categorical variables that have two possible levels, such as pass/fail or true/false. The response is also called the Y variable.
In Response event, select the value that represents the event you want to predict.
In Continuous predictors, enter the continuous variables that may explain or predict whether a response is yes or no. The predictors are also called X variables.
In Categorical predictors, enter the categorical variables that may explain or predict whether a response is yes or no. The predictors are also called X variables.
Click OK.

Tip

For more information about this analysis, click Help in the main dialog box.